[Hiring] Supervisor of Patient Engagement @Shields Health Solutions

Role Description

Shields is seeking an experienced person who loves to work with and lead people, has strong management skills, who is highly motivated self-starter looking for a challenging career with a fast-growing company in specialty pharmacy management services. The ideal candidate should have front-line employee management experience with a background in pharmacy or healthcare.

A Supervisor of Patient Engagement is a key leadership position supporting Shields Health Solutions Engagement Center team. This position will provide day-to-day leadership for a significant portion of the Engagement Center and will be responsible for leading a team of Patient Engagement team members.

This person is primarily responsible for ensuring either/both of the following:

• Manage all responsible work of assigned sites/clinics and ensure service level metrics are reached in accordance with contract requirements.
• Ensure the adoption and continuity of best practices, providing ongoing support, coordinating coverage, coaching, performance management, and professional development of the team.

Key Responsibilities:

• Directly lead and manage a team of Patient Engagement Specialists to ensure timely and accurate prior authorization and financial assistance support to assist patients in obtaining medication.
• Proactively manage support in assigned hospitals and/or clinics to ensure patients receive medications on time.
• Lead and manage a Patient Engagement team to ensure all service level goals are met and patients receive the highest quality care.
• Manage all aspects of ADP, Paid Time Off (PTO), and Time Reports for team members.
• Complete audits of team in supported systems required to ensure efficient workflow.
• Manage responsiveness to new requests in supported systems.
• Provide front-line supervision and ongoing coaching and performance management to the Patient Engagement team.
• Monitor and act on all forms of communication between the Patient Engagement team and other clinical teams as needed.
• Work with on-site management at hospital partners for any collaboration calls, such as quarterly calls, kick-off calls, as needed calls.
• Create agendas, run Patient Engagement team meetings, and follow-up.
• Participate in Hospital Management meetings to review status, identify areas for improvement, and areas of success.
• Record keeping/notes of all collaboration calls and team meetings.
• Provide guidance/assistance/troubleshooting in daily tasks for Patient Engagement team members as requested.
• Review and address any concerns with Patient Engagement team and hospital partners as needed.
• Establish efficient workflows between the Patient Engagement team and liaison team via collaboration with clinical integration team and on-site managers.
• Provide insight to various teams across the company for growth and development opportunities as needed.
• Work with various teams for special projects.
• Report on hiring needs based on implementation rollouts.
• Assist in interviewing and onboarding new team members.
• Coordinate access requests for new hires.
• Coordinate training with Clinical Training Team.
• Absorb overflow work in times of short staffing or excess workload.
• Investigate research needed for data analytics team, contracting team as needed.
• Manage on-site pharmacy relations and workflows through some/all of the following: reversal of claims, delivery slips, coordination of care, phone calls.
• Use discretion and maintain confidentiality of highly sensitive and private data.
• Ability to lead, manage, and motivate team members that are in both remote working environments and/or at on-site Shields hub locations.
• Reports to Director or Manager of Patient Engagement.

Qualifications

• Required Licensure/Certification: Seeking experienced pharmacy technicians who are registered with the State of employment and nationally certified as a CPhT.
• Years of Experience: Required 3+ years of pharmacy technician experience (3-5+ years’ experience preferred in Specialty Pharmacy).
• Strongly preferred leadership experience (i.e. Regional Team Lead or equivalent type role).
• Education: Required - High School diploma / GED; Preferred - Bachelor’s degree or actively working toward degree.
• Preferred Training: Training in leadership/management theory and its practical applications in the workplace.

Requirements

• Strong communication presence with ability to influence without formal authority.
• Ability to make decisions and negotiate with more senior leaders resulting in a mutual and positive outcome.
• Excellent leadership and interpersonal skills.
• Ability to effectively train and inspire Patient Engagement team leaders to be more independent.
• Strong operational management skills and able to evaluate trends and identify opportunities for program improvement.
• Ability to manage projects and see them through effective completion.
• Manage and prioritize workload while meeting deliverables and expectations.
• Ability to effectively train employees, lead by example and use motivational techniques to improve/maintain employee engagement.
• Patient-centered, organized, high-integrity, motivational, attention to detail, dependable, quality focus, empathetic, good listener/communicator, a good teacher.
• Ability to use discretion and maintain confidentiality of highly sensitive and private health information.
• Strong communication skills, highly proficient in Microsoft Office particularly Excel and Word.
• Strong phone skills.
• Knowledge and skills using Pharmacy dispensing or EMR systems (knowledge of the Willow, Qs1, and RX30 software system a plus).
• Proficient in Excel using basic formulas, data manipulation, graph creation, and other moderately advanced Excel skills.
• Possess strong organizational skills.
• Willingness to travel up to 20% if needed to meet job requirements.

Company Description

Shields Health Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.